Serena ITSM

The Serena ITSM Open Tickets provider uses the Serena ITSM server to open incidents about your monitoring alerts.

Feature information

Open ticket	Close ticket (from Centreon to Serena ITSM)	Handle custom fields
✓	✘	✘

Prerequisites

Network flow

Source	Destination	Protocol/Port
Centreon central server	Serena ITSM	TCP/443 (https) or TCP/80 (http)

Account

You need the following information:

• Username
• Password

The aforementioned account must at least be able to open a ticket through the SOAP API endpoint gsoap/gsoap_ssl.dll?XXXXXX, where XXXXXX is the namespace that will be used.

Some test commands that you can run from your Centreon central server are available in the Test commands section.

Data sent

This open ticket connector can send the following information when opening a ticket:

• Project ID
• Category
• Sub Category
• Sub Category Details

Test commands

The curl commands listed below must be run from your central server. You need to replace all elements between <>. For example <URL> may be replaced with http://127.0.0.1//gsoap/gsoap_ssl.dll?XXXXXX.

In the --data part of the curl command, all <UPPER CASE> information must be replaced with their appropriate values (therefore, <TITLE> must be replaced by "Test ticket").

Open a ticket

Keep in mind that the data in the command below is just an example and your footprints server may ask you to add mandatory data.

curl --location 'https://<URL>' \
--header 'text/xml;charset=UTF-8' \
--header 'SOAPAction: ae:CreatePrimaryItem' \
--data '<?xml version="1.0"?>
<SOAP-ENV:Envelope
  xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/"
  SOAP-ENV:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/">
<SOAP-ENV:Body>
<ae:CreatePrimaryItem xmlns:ae="urn:XXXXXXX">
    <ae:auth>
        <ae:userId><USERNAME></ae:userId>
        <ae:password><![CDATA[<PASSWORD>]]></ae:password>
        <ae:hostname></ae:hostname>
        <ae:loginAsUserId></ae:loginAsUserId>
    </ae:auth>
    <ae:project>
        <ae:displayName></ae:displayName>
        <ae:id><PROJECT_ID></ae:id>
        <ae:uuid></ae:uuid>
        <ae:fullyQualifiedName></ae:fullyQualifiedName>
    </ae:project>
    <ae:parentItem></ae:parentItem>
    <ae:item>
        <ae:id>
                <ae:displayName></ae:displayName>
                <ae:id></ae:id>
                <ae:uuid></ae:uuid>
                <ae:tableId></ae:tableId>
                <ae:tableIdItemId></ae:tableIdItemId>
                <ae:issueId></ae:issueId>
        </ae:id>
        <ae:itemType></ae:itemType>
        <ae:project>
                <ae:displayName></ae:displayName>
                <ae:id></ae:id>
                <ae:uuid></ae:uuid>
                <ae:fullyQualifiedName></ae:fullyQualifiedName>
        </ae:project>
        <ae:title><![CDATA[<TITLE>]]></ae:title>
        <ae:description><![CDATA[<TICKET CONTENT>]]></ae:description>
        <ae:createdBy>
                <ae:displayName></ae:displayName>
                <ae:id></ae:id>
                <ae:uuid></ae:uuid>
                <ae:loginId></ae:loginId>
        </ae:createdBy>
        <ae:createDate></ae:createDate>
        <ae:modifiedBy>
                <ae:displayName></ae:displayName>
                <ae:id></ae:id>
                <ae:uuid></ae:uuid>
                <ae:loginId></ae:loginId>
        </ae:modifiedBy>
        <ae:modifiedDate></ae:modifiedDate>
        <ae:activeInactive></ae:activeInactive>
        <ae:state>
                <ae:displayName></ae:displayName>
                <ae:id></ae:id>
                <ae:uuid></ae:uuid>
                <ae:isClosed></ae:isClosed>
        </ae:state>
        <ae:owner>
                <ae:displayName></ae:displayName>
                <ae:id></ae:id>
                <ae:uuid></ae:uuid>
                <ae:loginId></ae:loginId>
        </ae:owner>
        <ae:url/>
        <ae:subtasks/>

    </ae:item>
</ae:CreatePrimaryItem>
</SOAP-ENV:Body>
</SOAP-ENV:Envelope>
'